Instant Chime
Agent Plugin User Guide
Spring 2016
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terms of such license. The content of this document is furnished for informational use only, is subject
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Contact Information
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CONTENTS
Introduction.................................................................................................................................................... 4
Overview ....................................................................................................................................................... 5
Setup and Configuration ............................................................................................................................... 6
Basic configuration:................................................................................................................................ 6
Enter Server URL:.................................................................................................................................. 7
Use Refresh Button to Retrieve Settings Before First Use .................................................................... 8
High Level Functionality ................................................................................................................................ 8
Enable Multiple Concurrent Chime Conversations ................................................................................... 8
Accept A Chat Request ............................................................................................................................. 9
Decline A Chat Request ............................................................................................................................ 9
Agent Dashboard ....................................................................................................................................... 9
Toolbar..................................................................................................................................................... 10
Transfer To Queue............................................................................................................................... 11
Show Ticketing Panel .......................................................................................................................... 12
Transfer to another agent .................................................................................................................... 13
Invite outbound request ....................................................................................................................... 14
Invite anyone in sametime ................................................................................................................... 15
Standard replies ................................................................................................................................... 16
after call work mode (ACW) ................................................................................................................. 18
File upload feature ............................................................................................................................... 18
Copy conversation ............................................................................................................................... 19
Wait for seeker to reboot ..................................................................................................................... 19
Chime Context Window............................................................................................................................... 20
Instant Chime Javascript Bridge ................................................................................................................. 22
Using Chime Javascript Bridge ............................................................................................................... 22
Plugin differences between Queue Manager and Chime ........................................................................... 24
Launch agent dashboard ..................................................................................................................... 24
Preferences page differences .............................................................................................................. 25
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INSTANT CHIME PLUGIN USER GUIDE
INTRODUCTION
Instant Chime for IBM Sametime is an enterprise service desk application that enables service desk
enablement, and ‘click to chat’ functionality, using IBM Sametime as the IM routing and presence
platform.
Typically, Chime is deployed as part of either an Apache Tomcat\Microsoft SQL Express installation or an
IBM Websphere\IBM DB2 deployment. Your installation and configuration preferences are generally
based on enterprise preferences and internal licensing.
Chime provides a client based IBM Sametime plugin that extends the agent’s Sametime experience and
provides functionality such as an ‘in place’ context window, the ability to transfer and route inbound
requests, and additional agent level functionality. The Chime plugin may be installed on either an IBM
Sametime standalone client, or the embedded Sametime\Notes client.
Chime leverages the IBM Sametime platform for agent awareness and agent IM routing – and this IBM
Sametime functionality may be accessed via an on-premise installation or via the IBM Sametime service
provided the IBM cloud functionality (IBM Smarter Cloud).
The following document will describe the Chime plugin installation process – based on a Sametime 9
client.
The Chime plugin is supported on the following Sametime platforms


Sametime 8.5x
Sametime 9.x
The Chime plugins work on the following OS instances




Windows 7.x
Windows 8.x
Mac OS
Linux
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This document is intended as a guide to help you fully utilize Chime. If you have any further questions,
please contact us at [email protected]
OVERVIEW
At a high level, Chime is designed to connect people looking for assistance with an agent who can
immediately provide assistance. Chime utilizes the existing IM (now referred to UC) infrastructure
deployed within an enterprise to help broker and establish this connection. In Chime, agents are
maintained as part of a ‘queue’. Each queue has a set of properties that define how the queue will listen
for inbound requests and route requests that are received. Each queue also includes a ‘dispatcher’
which is an IM entity that will monitor the presence of the agents, route IM requests to the agents using
IM, and broker all queue activity using the IM layer.
Typically, a queue will have the following important properties:





List of people (agents) who can provide assistance
IM dispatching entity (i.e. a named entity that logs into an IM server on behalf of the queue)
Set of properties to define how the queue behaves
Set of inbound listening systems (i.e. click to chat links)
Possible integration with other systems such as internal directory, CRM system, or existing
ticketing system
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SETUP AND CONFIGURATION
After installing the Chime plugin, the first thing to do is verify the configuration settings of the plugin. The
Chime preferences are located in the standard UI of the IBM Sametime client. After the Chime plugin is
installed, a new option will be available as part of the Sametime preferences.
BASIC CONFIGURATION:
Click on the "Preferences" option in the File menu.
Click on the "Instant Chime" line.
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ENTER SERVER URL:
In order for the Chime plugin to access the various Chime settings, the Chime server URL should be
provided. This will enable the Chime plugin to recognize conversations originating from Chime queues,
retrieve the list of server based standard replies, and access the various Chime queue settings that may
be required to transfer Chime requests or invite other agents, or people, into Chime sessions
The URL should be similar to: http://<YourDomain>/chime/plugin/getAllQueueDetails
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USE REFRESH BUTTON TO RETRIEVE SETTINGS BEFORE FIRST USE
Click on the "Refresh" button. This will test the connection and prepare the plugin for work. You will see
several message in the ‘Results’ field. If no error messages appear, you are all set to start working with
the plugin.
Standard replies are common replies that an agent might use in order to quickly reply to chat messages.
To enable the Standard Replies functionality simply check the "Enable Standard Replies".
If you want the standard reply to be sent without the expert having to click ‘send’ or press ‘enter’ as part of
the chat conversation, check the "Automatically send text..." option.
Tracing is something useful in troubleshooting the plugin. Please disable ‘enable tracing’ unless you
would like to help identify an issue with the plugin.
Click the "Apply" button
HIGH LEVEL FUNCTIONALITY
The Chime plugin for IBM Sametime provides several main purposes.
1. Allows the agent to handle multiple IM chat sessions with a Chime queue at the same time.
2. Provides a toolbar that provides for Chime functionality to be immediately available to the agent
3. Provides the mechanism to attach a Chime context window to the active chat conversation.
4. Installs a JavaScript ‘bridge’ that provides the ability for the Chime context window to
communicate with, and send information to, the Sametime client.
ENABLE MULTIPLE CONCURRENT CHIME CONVERSATIONS
By default, IBM Sametime will attempt to combine IM sessions between two entities, the agent and queue
dispatcher, into conversation. Sametime coalesces unique IM conversations between the same two
people into one conversation in order to minimize the IM windows that might display as part of a
conversation between the same two people. However, with Chime, the agent may need to have multiple
unique IM conversations active between the agent and the Chime dispatcher.
If agents indicate that they are not able to participate in multiple conversations with the Chime queue, or if
multiple conversations with the queue result in ‘conversation overlap’, then it is likely that the agent has
not installed, or configured, the Chime plugin.
In order to agents to participate in multiple concurrent conversations with a Chime queue, the agent
should install and configure the Chime plugin.
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ACCEPT A CHAT REQUEST
Once an agent has been added to one or more queues in Chime, they will be ready to accept chat
requests from seekers. When a chat is routed to an agent, they will receive an IM with a text notification
that someone is looking for help, and to press ‘y’ to accept the chat.
To accept a chat request using Sametime, type ‘y’ and then send. Once the agent has accepted the chat,
they will immediately be connected with the seeker.
DECLINE A CHAT REQUEST
To decline a chat request using Sametime, type ‘n’ and then send. Once the agent has declined the chat,
the request will be routed to another agent.
AGENT DASHBOARD
The Agent Dashboard is designed to give high-level information on an agent-specific level in real time. It
will show how many chats the agent has had for the day, their average speed to answer, and some chat
history. As soon as an agent logs into Chime, they will be directed to their Agent Dashboard.
Agents can also access their dashboard from their Sametime client if they have the Chime plugin
installed. For more information on how to do this, please refer to: Launch agent dashboard.
Viewing the agent dashboard requires the agent to login to Chime first. So, enter the Chime URL to
access the application, it should look something like: ‘<YourDomain>/chime’
You will be prompted to login to Chime. Enter your agent credentials into the username and password
fields. Once you login, you will be directed to your agent dashboard. It should look something like this:
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TOOLBAR
In order to provide the agent with quick access to a variety of Chime services, the Chime plugin provides
an additional toolbar that is attached to each chat session.
The following is a quick overview of the toolbar actions:
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TRANSFER TO QUEUE
In some situations, it might be useful to transfer the seeker to another queue. By selecting the ‘transfer to
queue’ button, the agent will be able to designate a queue where the current customer will be transferred.
Select the appropriate queue and then click the transfer button.
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SHOW TICKETING PANEL
The ticketing panel provides a Chime context URL to be displayed to an agent – in order to provide
additional information about the customer and optionally provide additional services to the agent (possibly
provided by the web page – i.e. via the Chime JavaScript bridge)
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TRANSFER TO ANOTHER AGENT
In some situations, it may be appropriate to invite another agent from the current queue into the active
conversation.
When the ‘transfer to another agent’ icon is selected, a list of all agents from the current queue will be
displayed.
Simply select another agent from the queue and click the send button.
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INVITE OUTBOUND REQUEST
While most conversations with a Chime queue are initiated from a web portal or IM client, it might
sometime be useful for an agent to ‘invite’ a seeker into the queue. In this case, the Chime queue will
send the ‘seeker’ an invitation to participate in a Chime queue session.
This is typically useful in the case where the ‘seeker’ potentially ‘timed out’ on an earlier request, and the
agent would like to communicate to the seeker via the normal Chime queue platform.
So, an outbound request enables the agent to invite a customer into a Chime session, possibly if the
customer was not able to connect with an agent in an earlier encounter.
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INVITE ANYONE IN SAMETIME
One of the major advantages of Chime for Sametime is the ability for an agent to include anyone in the
Sametime network into a Chime session. For example, a first level technical support agent may be able
to answer many common questions, however, at certain times the agent may need to include engineers,
or developers from other areas into a Chime conversation.
The ability to include anyone in the Chime session enables the agent to include any person, who has a
Sametime account, into a Chime session, even if the person is not a member of a queue or allocated as
an agent.
When the ‘invite others’ option is selected, Chime will display a standard IBM Sametime directory
selection panel where any user in the Sametime directory may be selected for inclusion into the Chime
session.
When the other person joins the conversation, the conversation will automatically be escalated to a ‘nway’
conversation for both the agent and new participant.
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STANDARD REPLIES
Standard replies enable the agent to leverage both server based, and local, standard messages in order
to provide common replies.
For server based replies, the standard phrases are managed at the Chime queue level – typically by a
manager.
For local replies, the agent has the ability to create, and manage, a set of replies that will only be used by
the individual agent.
To use a standard reply, click the icon and the list of local standard replies, and server based standard
replies, will be displayed:
Here is the list of local standard replies:
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In the case where the agent would like to manage their standard replies, the agent will need to navigate
to the Chime preferences panel and edit their standard replies.
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AFTER CALL WORK MODE (ACW)
After call work (ACW) provides a short period of time, after the agent completes a Chime session, for the
agent to log additional information about the Chime session and complete any other recording keeping
that might be necessary to describe the Chime session.
When the agent is in ACW mode, Chime will not route waiting sessions to the agent. The agent may
automatically be removed from ACW mode after a specified amount of time – that is configured by the
Chime administrator.
FILE UPLOAD FEATURE
Agents have the ability to directly send files to seekers using the agent plugin. To send a file, click on the
blue ‘Upload File’ button located on the plugin toolbar. Then, the agent will be able to pick a file to send.
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COPY CONVERSATION
In some cases, it might be useful for the agent to quickly copy the entire Chime conversation.
WAIT FOR SEEKER TO REBOOT
In certain situations, the agent may request that the seeker reboot their machine. This might be required
if additional software needs to be installed, or if system level changes were required as part of the Chime
session.
In this case, the seeker will be placed into a ‘holding’ pattern as part of the Chime queue and they will
automatically be reconnected with the current agent when they re-enter the queue (after their reboot). If
the seeker does not re-enter the queue in a specified amount of time, the placeholder for the seeker will
be removed and the agent will be enabled to accept new Chime sessions.
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CHIME CONTEXT WINDOW
The Queues page is where you can add, edit, and remove queues within Chime. When you open the
Queues page, Chime displays the queues you have provisioned, as well as some high level information.
ENABLE AGENT CONTEXT WINDOW
Each queue may be optionally configured to render a URL to the agent when the agent accepts a
conversation from the queue. This URL may be the location of an enterprise ticketing service, an external
CRM system, or the standard URL provided as part of Chime.
This context window URL will be transmitted to the agent’s Chime plugin when the agent accepts a
conversation from the queue. The context window will be displayed at the bottom of the Sametime chat
window and will be associated with the Chime session.
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The following screen shot demonstrates a familiar URL attached to the context window. This URL is
automatically ‘opened’ in the attached chat window when the agent receives the conversation.
The following is a more reasonable example of a Chime context window:
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INSTANT CHIME JAVASCRIPT BRIDGE
The Instant Chime plugin includes a HTML to JavaScript ‘bridge’ which allows JavaScript which is
executed within the embedded context panel to send text to the native IBM Sametime client. This might
be useful in order to:



Provide standard replies to customers
Provide customers with information from other systems
Pass information from an existing system to the agent’s chat window
The following short example demonstrates a very simple example of the Chime JavaScript bridge.
In order to pass information from JavaScript to the embedded context window, the developer should call
the following JavaScript method:
result = JSBridge(message);
USING CHIME JAVASCRIPT BRIDGE
1. Create a JSP page. Add a text field and button on it
Add a script tag and add below code in it.
<script language="JavaScript">
function sendMessage() {
var message = document.getElementById("ITForm_message").value;
callJSBridge(message);
}
function callJSBridge(message) {
//alert('callJSBridge 1 : ' + message);
var result;
try {
result = JSBridge(message);
} catch (e) {
document.getElementById("datacontainer").innerHTML
error occurred: ' + e.message;
return;
}
for (var i = 0; i < result.length; i++) {
document.getElementById("datacontainer").innerHTML
'Response from IQMV4 Plugin \n ' + result[i];
}
}
</script>
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= 'a java
=
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On button click we call “sendMessage()” method.
<input type="button" value="Submit" onclick="sendMessage()"/>
So when the submit button is ‘clicked’, the JSBridge method will deliver the text to the agent’s Sametime
client (into the ‘send text’ area).
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PLUGIN DIFFERENCES BETWEEN QUEUE MANAGER AND CHIME
For agents who were familiar with the Queue Manager UI, there are a few features for agents used in
Queue Manager that have been changed/removed in Chime.
LAUNCH AGENT DASHBOARD
In Queue Manager, an agent with the plugin installed would have access to the monitoring panel through
their Sametime client. In Chime, Agents have the ability to launch the Chime application and view their
agent dashboard from their Sametime client. Instead of having an embedded panel, they will need to click
the “Launch Agent Dashboard” button.
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PREFERENCES PAGE DIFFERENCES
In Queue Manager, agents could access the Chime plug-in settings through Sametime preferences. This
is still the same in Chime, but when accessing the preferences page, agents only need to provide the
server URL that will grab queue settings. They no longer need to enter their username and password for
this section.
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